MERAdaptable Systems Solutions
In a market where manufacturers and products are increasingly differentiated
and unique, there should be no “one size service program fits all” philosophy.
Off-the-shelf service plans indicate a lack of knowledge and/or experience
that does not serve the best long-term interests of manufacturers and their
customers.
In 1982 we began developing systems that had the flexibility to
be customized to each manufacturer’s specific service requirements.
MERA systems are a never-ending work in progress, constantly being refined
and improved, and
are making off-the-shelf service inadequate and obsolete.
Manufacturer-Specific Systems
Manufacturer-specific scheduling and dispatch procedures that are customized
to your equipment and customer requirements.
Manufacturer-specific software that is custom-designed to track your service
incidents from initial contact to service call completion.
Manufacturer-specific communications that are customized to your need
for accurate and current service documentation and reports.
The MERA “Service Call” System
Some of the steps we use to produce MERAssured service and keep you informed
are –
Manufacturer forwards service call information to the MERA Operations
Center via fax, phone, or e-mail.
Service request received, forwarded to the appropriate Regional Service
Coordinator (RSC). RSC inputs data and dispatches call to the closest trained
MERAffiliate. Average time is 15 minutes.
MERAffiliate receives service call, and within 2 hours contacts customer
to schedule a time for visit, and updates MERA Operations Center on scheduled
time of call, and customer contact information.
Updated call information is entered into MERA database and information
is reported back to manufacturer twice daily until call is completed by
MERA technician.
When service call is completed, MERA technician forwards field service
report to MERA Operations Center via fax or e-mail within 48 hours of call
completion.
RSC at MERA Operations Center matches service report with call request,
and forwards to management for analysis and approval.
Signed copy of service report is forwarded to manufacturer on a weekly
basis.
MERA has systems solutions to your service program problems now!Click
here to contact us. No cost, no obligation, just SOLUTIONS.
